Shipping & Returns

Shipping & Returns Information

Here’s a clear overview of our shipping, returns, and warranty policies to help guide your experience—whether you’re purchasing locally, internationally, retail, or wholesale. Please note that the information on this page is subject to change without notice, so we recommend reviewing it before placing your order.

Shipping Costs (Australia)

We charge a flat rate for delivery within Australia, with free shipping offered for larger orders.

Free Courier Delivery Offer Conditions

Our Free Courier Delivery offer applies to retail orders placed directly through our website with a total value of $150 or more (including GST). This offer is valid for a single transaction only and is exclusive to Australian customers. Orders must be delivered via a street-addressed courier service and cannot be sent to PO Boxes, Parcel Lockers, or Australia Post Collect locations. The offer excludes wholesale, reseller, hospitality, or bulk-discounted orders, and may not apply to select products where otherwise specified on the product page.

Please note: If an order qualifies for free courier delivery and a partial return is processed—bringing the adjusted order total below $150—the original delivery no longer qualifies as free. In such cases, the standard delivery fee will be deducted from the refund amount. Free delivery is not available for international orders.

Shipping Costs (International)

We ship internationally with rates calculated during checkout using Australia Post. Free shipping is not available on international orders. Freight charges cover shipping only and do not include customs duties, taxes, or other import-related fees. These are the responsibility of the buyer. Before ordering, please check your country’s import policies. We are not responsible for customs-related delays or fees. Ensure your shipping address is complete to prevent issues during transit.

Delivery Instructions

You can leave delivery instructions during checkout. If no notes are provided, we will assume that it is safe to leave the parcel at the specified address. If your location has restricted access (e.g., security gates or gated buildings), please include this in your notes to prevent failed delivery attempts. Our couriers cannot call ahead or deliver to an alternative address if you’re not home. Ensure the address is accurate and accessible. Once delivered, the responsibility for the parcel transfers to the customer.

Dispatch & Carriers

Orders are processed and dispatched within 1–3 business days of receiving payment. We primarily use Sendle for domestic deliveries. During busy periods such as public holidays or promotional sales, dispatch times may be extended.

Delivery Terms

Orders are sent to the address provided during checkout. Please double-check your address for accuracy. We are not responsible for parcels sent to incorrect or incomplete addresses. If a parcel is returned to us, the product component will be refunded if the goods are in original condition, but shipping fees are non-refundable.

PO Boxes & Parcel Lockers

Our couriers do not deliver to PO Boxes or Parcel Lockers so if you require one of these options, please select the Australia Post option at the checkout which is not included in our free delivery offer. Please provide a full street address to avoid delays or failed deliveries.

Changing Delivery Address

We are unable to change the delivery address after your order has been dispatched. Redirection services are not available due to logistical constraints and the high volume of packages processed by our couriers.

Returns, Exchanges & Refunds

We offer a 28-day return or exchange policy from the date of delivery. To be eligible, items must be in their original, unused condition, in their complete packaging, and suitable for resale. Items that have been opened, used, handled extensively, or returned outside the 28-day period will not be accepted. Returns must be approved by our team in writing before being sent back; unsolicited returns will not be processed. We may require photos of the product and packaging before authorising a return.

Refunds are issued for the value of the item only and do not include original or return shipping costs, which are the responsibility of the customer. If a returned item is sent after the 28-day period or arrives damaged due to inadequate packaging or does not meet our return conditions, we may offer a partial refund or return the item to you at your expense. To request a return or exchange, please contact us at info@katachiware.com.au within the 28-day window, and we’ll guide you through the next steps.

Damaged Goods

If an item arrives damaged, please notify us within 7 days. The process differs depending on the courier:

Sendle or Aramex Deliveries

Email clear photos of the damaged item, packaging, and delivery label to info@katachiware.com.au within 48 hours. Keep all original packaging until the claim has been assessed.

Please note: Australia Post no longer allows us to lodge damaged parcel claims on behalf of customers. All claims must now be submitted directly by the recipient. We understand this change may be inconvenient, but it ensures faster processing and assessment of your claim.

Australia Post Deliveries

If your order arrives damaged and was delivered by Australia Post, please follow the steps below:

1. Keep All Packaging and Contents
   Do not discard the item, packaging, or postage label. Australia Post requires everything to be presented for inspection when lodging a claim.
2. Visit Your Local Australia Post Office
   Bring the damaged item, all original packaging, and your proof of purchase (such as your order confirmation email) to your nearest Australia Post outlet.
3. Lodge a Claim
   Inform the staff that you’d like to lodge a claim for a damaged item. They will examine the parcel and assist with submitting the claim.
4. Request a Reference Number
   Be sure to ask for a lodgement receipt or reference number so you can follow up if needed.
5. Await Their Assessment
   Australia Post will review the damage and contact you with the outcome. If compensation is approved, it will be processed directly through them.

For help locating a nearby Australia Post outlet, visit auspost.com.au/locate or if you need help from us, please email us at info@katachiware.com.au.

International Deliveries

Present the damaged item and packaging to your national postal service (e.g., USPS, NZ Post, Canada Post) along with your invoice. Compensation claims will be handled through them.

Faulty Products

For suspected faults, contact us via email with 2–3 clear photos or a short video along with a copy of your receipt. We will assess the issue and confirm whether it qualifies as a fault. If confirmed, we will refund the item cost and return shipping. Products not deemed faulty may be returned at your cost or donated to charity. We reserve the right to deny a refund if the item is found to be in working condition.

Delivery Notifications & Missing Parcels

To ensure a smooth delivery process, both Australia Post and Aramex Transport provide tracking updates and notifications:

• You will receive a message on the day your parcel is out for delivery.
• Once the parcel has been delivered, you will receive a confirmation notification.

If you are unable to locate your parcel after receiving a delivery confirmation, please follow these steps:

What You Must Do

• Contact the delivery company (Australia Post or Aramex) as soon as possible—on the same day or within 24 hours of the delivery confirmation.
• This allows the courier to investigate the issue while details are still fresh and can significantly increase the chances of locating the parcel.

Why This Matters

• Once goods have been delivered, the responsibility for the parcel transfers to the customer.
• We do not offer refunds or credits for parcels that go missing after they have been delivered and confirmed by the courier.
• At checkout, customers have the option to leave delivery instructions (e.g., “leave behind pot plant” or “at back door”). It is the customer’s responsibility to ensure the parcel can be safely left at the delivery location.
• Please note: Our couriers do not call ahead or upon arrival.

Can We Help?

• If preferred, we can contact the courier on your behalf. However, this may slow down the resolution process since:
  • We are not on-site and do not know the layout of the delivery location.
  • Couriers often require first-hand confirmation or investigation from the recipient directly.
• For the fastest outcome, we strongly recommend that you contact the delivery service directly using the tracking information provided in your shipping confirmation email.

Adding to Existing Orders

We understand that sometimes you may wish to add extra items shortly after placing an order. To accommodate this, we allow customers to place a second order within 2 hours of their original order time, and, where possible, we will combine both into a single shipment.

Terms for Adding to an Existing Order:

• The second order must be placed within 2 hours of the first order’s confirmation.
• The shipping address must match the original order. If a different address is provided in the second order, the original shipping address will be used.
• After 2 hours, we cannot guarantee the orders can be combined, as the original order may have already entered the packing or dispatch process.
• If the 2-hour window has passed, the second order will be treated as a new, separate order and standard shipping charges will apply.

Please note: Due to courier and processing constraints, we are unable to redirect or change the delivery address for add-on orders. Any address changes submitted during checkout of the second order will be respectfully disregarded to maintain consistency and ensure secure delivery.

If you need help or are unsure whether your orders can be combined, contact us at info@katachiware.com.au promptly after placing your order.

Dishwasher & Microwave Disclaimer

Our melamine products are safe for use in standard dishwashers up to 70°C. Avoid high-heat commercial dishwashers, which may cause warping or cracking. Melamine is not microwave safe. For long-lasting quality, avoid stacking heavy items on top of melamine and space items apart in the dishwasher.

Earthenware Product Disclaimer

Our earthenware products, including donabe and dolsot pots, are carefully inspected and shipped in perfect condition. As these items are made from natural clay, they require proper care to prevent damage. If used incorrectly, they may crack or break over time. The most common causes of damage include thermal shock—such as placing a cold pot on a hot stove or a hot pot on a cold or wet surface—heating the pot while empty, sudden temperature changes, using harsh cleaning methods, or accidental impact such as dropping.

Please note that any damage resulting from misuse is not covered under warranty. We recommend reading and following the care instructions on the product page to ensure the longevity and safety of your earthenware pot. And if you are not able to find the instructions, please contact us.

Warranty & Consumer Rights

Our policies operate in line with Australian Consumer Law. You are entitled to a refund or replacement for major product failures, as well as compensation for any reasonably foreseeable loss. Products that do not meet acceptable quality may be repaired or replaced if the issue does not constitute a major failure.

If you need further assistance or have specific questions about our shipping, returns, or warranty policies, feel free to contact us at info@katachiware.com.au. We’re here to help.